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About the Role

The Customer Experience Specialist is on the front lines of delivering an exceptional customer experience for those served by BHSN and its partners. This role is crucial for the organization's first encounter with clients, requiring a focus on providing an exceptional patient experience aligned with core values.

Responsibilities

• Helps patients understand and access services.
• Answers patient calls effectively using training, problem-solving skills, and team support.
• Documents all interactions in real-time.
• Obtains necessary demographic and insurance information and enters data into the department computer system.
• Assists individuals in making appointments for various clinical services throughout the BHSN System.
• Communicates clear instructions and education related to scheduled services.
• Identifies and empathetically addresses patient concerns and escalates appropriately.
• Facilitates appointment requests received through internal systems.
• Triages specific and complex inquiries to the appropriate resource.
• Documents all services in accordance with Federal/State regulations and BHSN policies and procedures.
• Supports collaboration and teamwork by sharing information and responding to requests.
• Maintains client confidentiality and confidential health information.
• Participates in scheduled meetings.
• Assists with training new staff members.
• Performs additional duties as assigned.

Requirements

• High school diploma/GED
• 1+ years' experience preferred
• General knowledge of Microsoft Office 365 and Teams
• General knowledge of Excel
• Exceptional oral and written communication skills
• Valid NYS driver’s license and reliable transportation required for local and regional travel.

Skills

• Computer software skills
• EMR scheduling system knowledge
• Active listening
• Triaging
• Problem-solving
• Microsoft Office 365
• Microsoft Teams
• Microsoft Excel
• Oral communication
• Written communication

Location

• Local
• Regional

Work Type

• Full-time

Experience Level

• 1+ years preferred

Education Level

• High school diploma/GED

Benefits

• Personalized health coverage
• Paid time off
• Holiday pay
• Community discounts
• Loan forgiveness

About the Company

• BHSN is one of the fastest-growing organizations providing whole-person care in the region.
• BHSN is a rapidly growing organization with endless opportunities to grow within the organization.

Equal Opportunity

• BHSN is an Equal Opportunity Employer and champions Diversity, Equity, and Inclusion across all levels of the organization.
• We are committed to ensuring every team member can be their authentic self and thrive both personally and professionally.
• We consider all qualified applicants without regard to race (including traits historically associated with race such as hair texture and protective hairstyles), ethnicity, color, creed, national origin, gender identity or expression, sexual orientation, age, disability, marital or familial status, military or veteran status, genetic predisposition or carrier status, arrest or conviction record, domestic violence survivor status, reproductive health decisions, citizenship or immigration status, or any other factor protected by law.